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Telco - Case Study: call center capabilities

This case study is devoted to the company Telco and its opportunities to provide excellent service in the call centre. The high-availability architecture will enable Global telecommunications provider to improve performance and call centre servicing. In addition, it ensures high-quality troubleshooting, availability, and agility.

Case study offers Telco the following objective that is to create the high-availability architecture for call integrity be properly maintained. Telco will be able to monitor traffic from any kind of routers, thus, meeting the legal requirement sales level agreement. The case study anticipates the following improvements: traffic handling, call distribution strategy, ways to respond traffic fluctuations, easy access for repairing, link awareness in case if it needs troubleshooting.

The outcomes of the project are a better system of call monitoring, systematic traffic flow, responsiveness and flexibility, availability to minimise call that is lost. For the customers, Telco’s call centre is capable of delivering timely and important information and professionally responding to their problems. A call centre is an opportunity for the development of business, market services and promotions. A business can rely on the call centre on various issues. A call centre is capable of processing over half a million inquiries concerning billing, technical support and accounting.

The call centre mission is: to monitor business opportunity, staff performance, trends; to mine companies; to boost competitiveness. The call can be recorded for better analysis. There is no need to record every call. However, if needed the call have to be kept intact in order to monitor and evaluate them op point. To maintain the integrity of call Telco is equipped with a number of special recorders that can synchronously track 300 calls.

Telco has to find the way how to ensure direct sound stream to the recorders from SIP and RTP. When the flow of calls is monitored to the call centre each call is identified by SIP traffic and then goes through the session manager to the control card. This media card greets a caller, gives a music hold signal and directs it to the router. Then the call is transferred to the caller.

In conclusion, the case study suggests Telcom establishing a system of line and trunk maintenance and a supportive equipment service.

This case study is devoted to the company Telco and its opportunities to provide excellent service in the call centre. The high-availability architecture will enable Global telecommunications provider to improve performance and call centre servicing. In addition, it ensures high-quality troubleshooting, availability, and agility.